“They have an Advertising Standards Authority ruling Against them!
They (Direct Unlocks or AppleiPhoneUnlocks - same firm) claim to unlock in 24 hours from £14.99. They charge £17.99 and after 24 hours ask for another £32 which they say was made clear earlier. That's not true and I have the screenshots to prove it! I had to send good money after bad as I was away and needed the unlock. So it costs 3 times their advertised price and takes at least 3 times as long.
Why they can still trade with an ASA ruling (25/07/18) against them I don't know. Here's the ruling: https://www.asa.org.uk/rulings/direct-unlocks-a18-447541.html”
Hi Trevor, the websites show the total cost of the unlock, sorry to hear that you missed it the first time around, if you need anymore unlocks further down the line just let us know and we can set up a discount for you.
Posted 5 years ago
Hello,
Thank you for taking the time to share your feedback. We always aim for transparency in our unlocking process, which includes clear communication about costs involved at every step. All prices and potential additional charges for various types of services are outlined on the checkout page before purchase is confirmed, including the Eligibility Check and the subsequent Unlocking Payment.
To fully understand and assist with your concerns, we'd need the IMEI number associated with your order. Without this, it's tricky to address the specific details of your situation. Please use the Live Support feature on your tracking page so we can help you more directly.
Regarding the ASA ruling you mentioned, we take such matters seriously and continually strive to improve our advertising clarity and processes. For a more detailed discussion about your concerns or any discrepancies in our advertised time frames and costs, we invite you to reach out to us through official channels.
We remain committed to providing efficient service and hope to resolve any issues to your satisfaction.
Best regards,
Charlotte
“Unscrupulous Company-AVOID
I hope enough honest reviews will prevent other users from falling into the trap of an unscrupulous company. I have now spent over $100 on a "premium unlock" for an ipad. Order submitted on Jan.31 and promised an unlock in 1-month (option of $10 more for expedited service). See today's date. 3 follow up emails sent and no reply. Frustrated, Angry, and Disappointed.”
Hello there,
I'm truly sorry to hear about the frustration and disappointment you've been experiencing with the unlock process for your iPad. Our goal is always to provide efficient and effective service, and it seems we've fallen short in your case. Although the unlock timeframe is given as a guideline and not a guarantee, as stated in section 1.1 and 6.1 of our terms and conditions, we understand how important clear communication is during this process.
I’d like to help rectify this situation. While I cannot offer a refund as our services were provided, let's work together to resolve this issue. To assist you further, I would need the order number or the IMEI of your device so that I can look into your order status. Once we have that information, we’ll do our best to expedite your unlock request and keep you updated every step of the way.
We value your business and are committed to turning your experience around. Please reach out to our Live Support through your tracking page with your IMEI or order reference, and they will prioritize your case.
Warm regards,
Charlotte
Hi Ronald,
Thank you for taking the time to reach out with your concerns. I understand you're looking to unlock your Samsung S8+ from T-Mobile USA but might be hesitant about the multiple payments.
I'm here to help clarify things for you. You have currently paid $17.99 for the Eligibility Check on your device. This step ensures that your phone is eligible for the unlocking process. Now that your Eligibility Check is complete, the next step is to make the Unlocking Payment, as outlined during your checkout experience.
Since your Samsung S8+ doesn’t ask for an unlocking code with a non-T-Mobile SIM card, you'll require a Remote USB Unlock. This service is an additional step to help fully unlock your device. Although it does come at an additional fee, it's an essential part of the process for phones like yours that do not prompt for an unlocking code.
We're committed to providing a smooth and successful unlock process for your phone and hope you'll continue with us. If there's anything else you need or any other questions you have, we're here to assist.
Warm regards,
Charlotte
“Worse company ever!!! Please stay away from them, they say it’s only £14.99 for your phone to be unlocked and takes 24 hours but then they surprise you with an additional fee, which mine was £65!!!! Then we you ask for a refund they blank you, and then say your being rude. IF I WAS YOU STAY AWAY AND DO YOUR RESEARCH FIRST!!!”
Hi Amy, sorry that you are unhappy with the service, I would just like to point out that the total cost of the unlock is mentioned at the time of purchase. We can look at offering you a discount if you wish to purchase a service again in the future.
Posted 5 years ago
Hi A Robinson,
I'm sorry to hear about your dissatisfaction. It seems there's been some confusion regarding the unlocking process and the associated costs. Our service includes an Eligibility Check, which you've paid for, and if eligible, a separate fee for the Unlocking Payment.
All the costs are outlined on the checkout page before purchase, ensuring full transparency. Your iPhone 7 Plus from Vodafone UK has passed the Eligibility Check, and the next step is to proceed with the Unlocking Payment to complete the process.
Continuing with the unlock would certainly resolve your issue and allow you to use your iPhone with other networks. We're here to ensure a smooth and successful unlock for your device and would like to help you see this through.
Thank you for reaching out, and we look forward to assisting you further.
Best regards,
Charlotte
“They want 19.99$ for unlocking a Samsung note 3.
Nowhere on the website is a statement for a "two-stage" payment! After two days of silence, I wrote two emails asking for a time frame. Now I got an answer from a person called Luke, saying he is going through the "ordering process", and I would have to chose the "any network service", which means another 42$.
This is totally unacceptable.”
Hello there,
Thank you for reaching out and expressing your concerns. I’m sorry to hear about the confusion regarding the payment process for your Samsung Note 3 unlock. Our aim is to maintain transparency, and I apologize if this has not been clear enough.
Just to clarify, the initial payment you made includes an Eligibility Check to ensure that your phone can be unlocked and is not blacklisted or has other issues that would prevent the unlocking process. After this check, the actual Unlocking Service is a separate stage which incurs an additional fee, as outlined on the checkout page when you began the process.
I understand that unexpected additional costs can be frustrating, but these two stages are necessary to provide a thorough and successful unlock for your device. Luke's assistance is part of ensuring that your device is eligible and proceeding with the correct service.
If your order status is still awaiting payment, I'd encourage you to proceed with the unlocking process, as completing this service will enable you to use your phone on any network. This additional step is crucial for a successful unlock.
For any further assistance, please use the Live Support feature on your tracking page, and our team will be more than happy to help you through the process and answer any more questions you may have. And please provide your IMEI number in future correspondence, as it is essential for us to accurately track and address your specific order concerns.
Warm regards,
Charlotte
Hello Lee Davidson,
I'm sorry to hear that you're unhappy with our service. I'd like to assure you that it is never our intention to mislead our customers. Our advertising aims to provide clear information about the unlocking process, and we do state in our terms that the delivery times are guidelines and not guarantees due to the variable nature of the process (see section 6.1 and 6.2 of our terms and conditions).
I'm pleased to inform you that the status of your order for unlocking your iPhone 7 from O2 UK is "Unlock Complete." This suggests that the service has been successfully rendered as per your request. If you are experiencing any issues with your phone after the unlock process, I am here to assist you in troubleshooting the problem. Our team strives to ensure that every customer is satisfied with their unlocking experience.
If you need any further assistance or have questions regarding how to complete the unlocking on your device, please do not hesitate to contact us.
Best regards,
Charlotte
“They advertise an unlocking service for $17.99 specifically for my phone model and carrier. After I paid that, they wrote me saying that they have contacted my carrier with the details of my specific device, who told them that my device was indeed eligible. However, they asked for an additional $42 to unlock it (and no refund possible for the $17.99). I paid the additional amount, and a few days later they wrote me saying that they were not able to unlock the phone, and they would only refund the money if I sent them proof of purchase for my device. After I sent the proof of purchase, they replied that they will not reimburse the money, but only offer credit towards another unlock (which we already know does not work anyway).”
Hello,
Thank you for sharing your experience with us, and I’m sorry to hear that it was not as smooth as expected. I understand it can be frustrating when additional costs are incurred and the service does not meet your expectations.
As outlined in our terms, the initial charge you paid covered the Eligibility Check to ensure your device could be unlocked (7.3). Following that, the additional payment was for the unlocking service itself. Our policy states that if our unlocking service fails, we offer a refund for the Premium Service payments (7.9).
It sounds like there may have been some confusion regarding the proof of purchase requirement, and I apologize for any inconvenience this may have caused. This is not standard procedure for our refund process once an unlock fails after attempting Premium Service.
To better assist you, and if you haven't done so already, please use the Live Support feature on your tracking page with your IMEI number handy. This way, we can specifically address your order details and work towards a satisfactory resolution.
Thank you for your patience, and I look forward to helping you resolve this matter.
Best regards,
Charlotte
“Seems they half bake everything and that the answer is to pay for the premium unlock fee. Don't have a good feeling with the approach and lack of clarity about the service. Look elsewhere, but beware.”
Hello Robert,
Thank you for sharing your concerns with us. I’m here to clarify any confusion and ensure you have all the information you need moving forward.
Regarding your experience, I understand the frustration that can come from an unlocking process that requires an additional payment for the Premium Service. As outlined on our checkout page and as reflected in your order status, an Eligibility Check is first required for all phones, which you have completed with a $14.00 payment for the Standard Unlock.
Your iPhone 6S's current status is "Awaiting Payment for Premium Service", which suggests that the Standard Unlock was not sufficient to unlock your device from the AT&T USA network—possibly due to criteria that were not met. The Premium Service is in place to handle more complex unlocking scenarios that the Standard Service cannot address.
I assure you that all costs are upfront and transparent, and our goal is always to successfully unlock your device. I invite you to proceed with the Premium Service to complete the unlocking process, and rest assured that if for any reason the Premium Service fails, according to our Refund Policy, "Premium Services which fail - both your Standard and Premium payments will be fully refunded."
We value your business and are committed to providing a clear and successful unlocking journey. If you have any further questions or need more assistance, please don't hesitate to reach out.
Warm regards,
Charlotte
Posted 9 months ago
Hello Robert,
Thank you for sharing your concerns with us. I’m here to clarify any confusion and ensure you have all the information you need moving forward.
Regarding your experience, I understand the frustration that can come from an unlocking process that requires an additional payment for the Premium Service. As outlined on our checkout page and as reflected in your order status, an Eligibility Check is first required for all phones, which you have completed with a $14.00 payment for the Standard Unlock.
Your iPhone 6S's current status is "Awaiting Payment for Premium Service", which suggests that the Standard Unlock was not sufficient to unlock your device from the AT&T USA network—possibly due to criteria that were not met. The Premium Service is in place to handle more complex unlocking scenarios that the Standard Service cannot address.
I assure you that all costs are upfront and transparent, and our goal is always to successfully unlock your device. I invite you to proceed with the Premium Service to complete the unlocking process, and rest assured that if for any reason the Premium Service fails, according to our Refund Policy, "Premium Services which fail - both your Standard and Premium payments will be fully refunded."
We value your business and are committed to providing a clear and successful unlocking journey. If you have any further questions or need more assistance, please don't hesitate to reach out.
Warm regards,
Charlotte
